Overview:
The Bilingual North America Service Operations Manager is responsible for overseeing after-sales service strategies and operations in the United States, Canada, and Mexico. This position involves developing and implementing service strategies, managing and improving regional service KPI performance, improving service quality and customer satisfaction, and developing service processes and intelligent service capabilities.
Duties & Responsibilities:
- Lead the development and execution of service strategies across North America, define key business priorities and implementation roadmaps for each subsidiary, and strengthen service capabilities.
- Manage service KPIs, guide and support subsidiaries in improving service performance, and ensure that performance targets are met or exceeded.
- Manage customer satisfaction and Net Promoter Score (NPS), analyze key drivers, develop and implement improvement plans, and enhance the customer experience to achieve industry-leading NPS.
- Guide and drive capability development across regional and subsidiary call centers, service networks, spare parts supply, technical support, and product returns management.
- Analyze and manage service process quality across subsidiaries, monitor key process metrics, identify service issues, and drive corrective actions to improve service quality.
- Develop value-added service businesses, including spare parts sales, extended warranties, and product maintenance, to increase service revenue and profitability.
- Review and optimize service processes from the customer's perspective, simplify customer journeys, establish service standards, reduce service turnaround times, and improve operational efficiency and customer satisfaction.
- Lead service digitalization and AI initiatives, plan service IT systems and AI agent projects, and oversee implementation and delivery as the business owner.
Qualifications/Requirements:
- At least 3 years of experience in service operations, home appliances, or consumer electronics.
- Fluency in both Mandarin Chinese and English.
- Strong leadership, communication, project management, and problem-solving skills.
- Ability to analyze performance metrics and implement improvement strategies.
- Familiarity with service management platforms, and digital tools.
- A bachelor's degree or higher is required, preferably in business, science, or engineering.
